Hương Quỳnh

I'm a technical support specialist with 5 years supporting enterprise and self-serve users of an AI-powered SaaS platform. I'm currently at ELSA Corp, where I'm the technical point of contact for a portfolio of global B2B enterprise accounts and the internal escalation point for the support team. I own tickets end to end — triage, reproducing reported errors to confirm expected versus broken behaviour, root cause investigation, escalation to Engineering, and closure. Two things I'm proud of. First, I resolve around 500 tickets per quarter, split evenly between direct client issues and escalations from colleagues on complex cases, while sustaining 94% first-response and 92% resolution SLA compliance with CSAT above 95%. Second, I built reusable reporting templates with formula-driven logic that automated recurring weekly, monthly and quarterly reporting for top-tier clients, removing manual rework across the whole portfolio. Day to day I export raw data from Snowflake using SQL, compare it across systems in Google Sheets to find mismatches, and work out the expected values so I can show Engineering exactly where the discrepancy is. I also manage account and user access configuration across admin dashboards, and maintain the documentation and FAQs my support team runs on. I'm looking for a remote technical support engineer role in IT, software or edtech, where I can own customer issues end to end rather than hand them off. I'm based in Ho Chi Minh City, work comfortably with async teams, and operate in English and Vietnamese.